Aftersales Reception and Customer Handling
Reception is the first controlled handover of the vehicle and the customer complaint. The SKM Level 2 exam tests whether you can receive a vehicle, record the complaint without diagnosing it, protect the vehicle and customer property, and hand over a job order the workshop can act on. In Malaysian dealerships this is often the Vehicle Reception or Service Front Desk function.
Core rules
- Greet and identify the customer, then confirm vehicle identity by registration number, VIN or chassis, model, mileage and fuel level.
- Record the complaint in the customer own words, with frequency, conditions and warning lights; do not write a diagnosis.
- Walk the vehicle with the customer: note existing damage, tyres, accessories, valuables and service history.
- Open a Job Order and obtain signature for the inspection and estimate; explain the next step and courtesy vehicle policy.
- Keep the reception area and vehicle keys secure; use a key tag and log.
Worked example
A customer says there is a knocking noise at the front when turning left. The adviser writes: Customer reports knocking from front when turning left at low speed, intermittent, worse over bumps. No diagnosis. The walk-around notes a scuff on the front bumper and 42,150 km. The job order is raised and the customer signs. Reason: the technician needs the condition, not the adviser guess.
Traps
Diagnosing at reception; failing to record pre-existing damage; promising a completion time before the workshop confirms; not logging the key or mileage.